rgent: Cannot Access my Microsoft 365 Account (not the one used to make this post)– Phone Verification Lost & Billing Ongoing

Question

I am posting this using another email because I cannot access my actual Microsoft 365 account. The account I need help with is another email. I cannot access it because the phone number originally linked for verification no longer exists. I know the email address and password, but all automated account recovery methods fail, and I am still being billed for the subscription. I am requesting immediate assistance to regain access to my account and full recovery of its services. I have all necessary payment information, subscription details, and proof of ownership, and I expect Microsoft to honor my request without further delay.

Answer 1

Hey there! Nice to meet you!

If you do not have any linked verification methods or access for a password reset, I'm afraid the only way to recover/verify the account is through the account recovery web form: https://account.live.com/acsr

Important: If you have an active 2FA, ACSR will inform you that your recovery request will be ignored. If you only receive a message that the recovery request is either successful or indicates insufficient information, this means that 2FA is disabled.

You'll need to keep trying until you're verified by Microsoft, and you can do this up to 2 times every 24 hours.

If your Microsoft account recovery request was not granted, please review this link for tips on improving your chances of a successful recovery: https://support.microsoft.com/office/dc56c3e3-dff0-4ed5-8edb-60290eea6b53

Microsoft Support will not be able to grant you access to your account.

Please be advised that unless the account owner is able to access the account, subscription cancellation to stop the billing is not possible, and Microsoft personnel cannot retrieve this information.

If you are no longer able to recover your account, you will need to reach out directly to your bank and request to freeze all charges from Microsoft, cancelling the subscription on its renewal in the process.

You may also need to request a new payment method.

Thank you for your understanding.

Best regards,

Darhyl

Answer 2

To regain access to your Microsoft 365 account, you will need to contact Microsoft Support directly, especially since you are unable to use the automated recovery methods. Here are the steps you can take:

1. Contact Microsoft Support: Since you cannot access your account due to the loss of the phone number for verification, reach out to Microsoft Support. You can do this by using any other account you have to log in and submit a support request. If you don't have another account, consider creating a temporary one.
2. Provide Verification Information: When you contact support, be ready to provide all necessary details about your account, including your email address, subscription details, and proof of ownership. This will help the support team verify your identity and expedite the recovery process.
3. Billing Concerns: Make sure to mention that you are still being billed for the subscription, as this may prompt a quicker response from support.
4. Alternative Recovery Methods: If you have access to any other recovery options (like a backup email), try those as well. You may also want to check if you can reset your password using a familiar device or location.
5. Wait for Response: After submitting your request, wait for a response from Microsoft Support. They may take some time to get back to you, especially if they need to verify your identity thoroughly.

Following these steps should help you regain access to your Microsoft 365 account.

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References:

• I have a Micrsoft business account and I am the admin and the only user registered under this account. I can't log in because i have replaced my phone and the authenticator doesn't work. - Microsoft Q&A
• I need to speak with a real person and it seems impossible. - Microsoft Q&A